Product Manager, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the vision, planning, and execution of digital touchpoints that support educators, students, and support teams.

• Manage and prioritize the product backlog for initiatives related to customer experience and support.

• Ensure product efforts align with strategic business objectives and key results.

• Conduct discovery sessions with users, support teams, and stakeholders to gather insights.

• Analyze qualitative and quantitative research to identify friction points and validate potential solutions.

• Collaborate with UX and development teams to establish epics, user stories, acceptance criteria, process flows, and technical documentation.

• Work alongside engineering pods, external technology vendors, and contractors to ensure timely delivery of sprints.

• Proactively address dependencies to maintain delivery momentum.

• Track product and platform performance against key performance indicators.

• Investigate technical issues and data discrepancies to identify underlying causes.

• Design, implement, and enhance AI, Model Context Protocol (MCP), and automation capabilities, including AI agents, agent assist tools, and smart search functions.

• Share updates on roadmap progress, potential risks, and measurable user impacts across various organizational levels.

⛳️ Requirements

• Bachelor's degree or equivalent relevant experience.

• Over 3 years of experience in designing, building, and enhancing software products.

• Minimum of 2 years in product management or business analysis roles.

• Demonstrated success in delivering and managing AI, MCP, or automation solutions, such as AI agents, smart search, or agent assist technologies.

• Hands-on experience working within Agile and Scrum development frameworks, including backlog refinement, sprint planning, and release delivery.

• Strong understanding of customer experience (CX), customer support operations, user journey funnels, and self-service platforms.

• Solid quantitative and data literacy skills.

• Ability to analyze complex datasets, use analytics tools, and present actionable insights visually.

• Capability to communicate complex technical and business concepts clearly and foster cross-functional consensus.

• High resilience and comfort in navigating ambiguity, shifting priorities, and competing demands.

• Preferred: Experience in product management or product design with a focus on CX.

• Preferred: Familiarity with educational technology (EdTech) or learning platforms.

• Preferred: Professional certifications in Product Management, Agile, or Scrum, such as CSPO, PSPO, or PMC.

• Preferred: Basic programming or software prototyping skills.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Employee Assistance Program (EAP).

• 100% employer-paid life and accidental death and dismemberment (AD&D) insurance.

• Bonus plan.

• 401(k) retirement plan with employer contributions.

• Education Assistance Program.

• Generous paid time off.

• Sick leave.

• Discretionary days.

• Paid company holidays, including Juneteenth, Indigenous Peoples’ Day, and the International Day for the Elimination of Racial Discrimination.